PHIL, Inc.
Client Engagement Specialist
– PHIL, Inc.
Base pay range: $23.00/hr – $28.00/hr
Company Overview Founded in 2015, PHIL is a Series D health‑tech startup building a platform that connects doctors, pharmacies, and patients to streamline prescription management. The platform offers end‑to‑end prescription delivery, enabling easier and affordable access to medication for patients while supporting pharma manufacturers with timely therapy access and innovation.
Position Overview PHIL seeks a
Client Engagement Specialist
to ensure timely prescription processing and support positive patient and customer outcomes. In this role you will review and resolve prescription‑level issues, collaborate with cross‑functional teams, and provide direct support to manufacturer partners through email, ticketing systems, and client meetings. Reporting to the Client Engagement leadership team, you will manage tickets, build strong client relationships, and deliver exceptional service through timely communication, clear reporting, and proactive education.
Responsibilities
Review and resolve script‑level tickets, ensuring proper processes are followed and reprocessing as needed.
Monitor and manage the support ticket queue for timely issue resolution.
Act as first‑line contact for manufacturer partners via phone, email, and virtual meetings.
Coordinate with internal and external stakeholders to advance scripts in the workflow.
Lead and participate in client operational meetings to address escalations and share updates.
Identify and elevate high‑risk scripts, troubleshooting problems with internal teams.
Collaborate with leadership to evaluate processes, identify efficiencies, and drive scalable improvements.
Support onboarding and training of internal stakeholders and new employees to ensure workflow consistency.
Accurately document customer interactions, issues, and resolutions in CRM and ticketing systems.
Partner with leadership to evaluate and improve existing processes and procedures.
Provide feedback on recurring issues and suggest updates to support documentation, FAQs, or internal workflows.
Represent the Client Engagement team in internal and external meetings, including client discovery sessions and cross‑functional initiatives.
Support other functions to address business and customer needs as required.
Qualifications
Bachelor’s degree or equivalent experience.
Active Pharmacy Technician license required in the state of residence.
Minimum 2+ years of client‑facing support experience in healthcare or technology, with strong communication and problem‑solving skills.
Demonstrated ability to collaborate cross‑functionally to resolve script‑level and client‑level issues efficiently.
Strong analytical thinking with the ability to identify patterns and root causes in workflows.
Excellent written and verbal communication skills, focusing on clarity, empathy, and professionalism.
Adaptable and proactive problem‑solver with a collaborative, team‑first mindset.
Background in pharmacy or healthcare operations preferred.
Experience with Lean, Six Sigma, or other process improvement methodologies (preferred).
Prior experience as a pharmacy technician, including use of proprietary systems to process prescriptions (preferred).
Benefits
Ground floor opportunity with one of the fastest‑growing health‑tech startups.
Fully remote working environment.
Competitive compensation commensurate with experience.
Full benefits package (medical, dental, vision).
401(k) contribution opportunity.
Location: San Francisco, CA (remote work available)
PHIL Inc. is an equal‑opportunity employer.
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– PHIL, Inc.
Base pay range: $23.00/hr – $28.00/hr
Company Overview Founded in 2015, PHIL is a Series D health‑tech startup building a platform that connects doctors, pharmacies, and patients to streamline prescription management. The platform offers end‑to‑end prescription delivery, enabling easier and affordable access to medication for patients while supporting pharma manufacturers with timely therapy access and innovation.
Position Overview PHIL seeks a
Client Engagement Specialist
to ensure timely prescription processing and support positive patient and customer outcomes. In this role you will review and resolve prescription‑level issues, collaborate with cross‑functional teams, and provide direct support to manufacturer partners through email, ticketing systems, and client meetings. Reporting to the Client Engagement leadership team, you will manage tickets, build strong client relationships, and deliver exceptional service through timely communication, clear reporting, and proactive education.
Responsibilities
Review and resolve script‑level tickets, ensuring proper processes are followed and reprocessing as needed.
Monitor and manage the support ticket queue for timely issue resolution.
Act as first‑line contact for manufacturer partners via phone, email, and virtual meetings.
Coordinate with internal and external stakeholders to advance scripts in the workflow.
Lead and participate in client operational meetings to address escalations and share updates.
Identify and elevate high‑risk scripts, troubleshooting problems with internal teams.
Collaborate with leadership to evaluate processes, identify efficiencies, and drive scalable improvements.
Support onboarding and training of internal stakeholders and new employees to ensure workflow consistency.
Accurately document customer interactions, issues, and resolutions in CRM and ticketing systems.
Partner with leadership to evaluate and improve existing processes and procedures.
Provide feedback on recurring issues and suggest updates to support documentation, FAQs, or internal workflows.
Represent the Client Engagement team in internal and external meetings, including client discovery sessions and cross‑functional initiatives.
Support other functions to address business and customer needs as required.
Qualifications
Bachelor’s degree or equivalent experience.
Active Pharmacy Technician license required in the state of residence.
Minimum 2+ years of client‑facing support experience in healthcare or technology, with strong communication and problem‑solving skills.
Demonstrated ability to collaborate cross‑functionally to resolve script‑level and client‑level issues efficiently.
Strong analytical thinking with the ability to identify patterns and root causes in workflows.
Excellent written and verbal communication skills, focusing on clarity, empathy, and professionalism.
Adaptable and proactive problem‑solver with a collaborative, team‑first mindset.
Background in pharmacy or healthcare operations preferred.
Experience with Lean, Six Sigma, or other process improvement methodologies (preferred).
Prior experience as a pharmacy technician, including use of proprietary systems to process prescriptions (preferred).
Benefits
Ground floor opportunity with one of the fastest‑growing health‑tech startups.
Fully remote working environment.
Competitive compensation commensurate with experience.
Full benefits package (medical, dental, vision).
401(k) contribution opportunity.
Location: San Francisco, CA (remote work available)
PHIL Inc. is an equal‑opportunity employer.
#J-18808-Ljbffr